hints, tips, and resources for service
and support professionals, given in the spirit of
offer to attend HDP 2006
- Smaller learning environments are more conducive
for educational value
Less Than Highly Motivated Support Organizations
Openings at High Tech High Touch Solutions
NOW BY ACCEPTING
EXCLUSIVE OFFER TO ATTEND HDP 2006!"
Dear Friends and
was a documentary on television this week about how much
more effective learning is in our school systems when
there are fewer students in a school and in the
classroom. Bill and
Melinda Gates, along with Warren Buffet are working to
make it possible for classes to become smaller so the
learning capacity of students will increase by creating these tighter
units of educational opportunities.
My goal has always been aligned
around this proven philosophy that small, high quality
educational and interactive opportunities are worth a
lot more than attending large events. In large
venues you spend your valuable time getting back to your
hotel room or breakout session room, and rarely run
into the same person twice. You often do not have
the chance to ask questions and speakers don't always
have the time to have one-on-one exchanges or small
group discussions with you at the larger venues.
I get the most out of these
personal, intimate events, where by the time you leave,
you have met 40% or more of the other people who were
Attending smaller venues
like local user groups or intimate conferences and
summits is where you will really get the most
educational and networking opportunities. Bill and
Melinda's findings are testimonial to this truth proven
by making schools smaller here in Seattle, testing the
students, and seeing incredible results in their scores.
Truly, we can all benefit from learning in smaller more
have purposefully designed the
Help Desk Professionals Conference
and Expo to be an exclusive event
for only 350 people; leaders in the Help Desk Industry
or those aspiring to become leaders. Those
already registered did so without even seeing a program
yet. One person said, "Ivy always delivers.
I know I won't be disappointed. I'm signing up for
the pre-conference sessions too. I don't know what they
will be about, but I know they will be good!"
Furthermore, those of you who know me, understand I love a personal
challenge to do things outside of the norm. When
someone tells me, "It's never been done like that," I'm
even more inclined to break the so-called way of doing
When I told them I wasn't going to print proceeding
binders nor hand out big bags of stuff to pack around
all day, other conference providers told me I was nuts.
They said it has always been done this way, and the
loudest message was, "it just won't work!" Funny,
when we got the surveys back, we had only one person out
of 200 say they would have liked slides for a handout.
The rest said how much they loved having everything on a
reusable Flash Drive and how nice it was not to have a
bunch of stuff to lug around.
We're busy buttoning up the final
details for the
8th Annual Help Desk Conference
for the best one yet with new
components added to the program.
Every year for the past seven years, I've tried
something entirely out of the ordinary to deliver our
HDP event with incredible results. So, I'm going
to stir up the pot again this year and try even more new
It shouldn't surprise you to find that our upcoming
Desk Professionals Conference and Expo is filling up
fast! Attendees, sponsors, speakers, and friends
are contacting us daily about the event. We have
loads of Alumni returning because they know it
won't be the same ole' thing and they will leave loaded
up with new solutions to address the immediate needs of
all these calls coming in about the event and the
feedback from the previous surveys, we are
finding a common denominator - people are hungry for the
soft skills training delivered by experts and want tons
of leadership training. Tools and technology are
still interesting, particularly VoIP, as is industry best practices and
proven processes like ITIL and Six Sigma, but the real interest right now is
focused on the people more than ever before.
Knowing these topics are going to meet your primary needs,
we incorporated them into our program to guarantee you will
get the most benefit by coming to San Antonio with
us. You will be absolutely elated when you see what
we have prepared just for you. You can see the
incredible board is pulling things together from all the
outstanding ideas generated from their brainstorming
sessions. See the elite board listed on the left.
They are the ones that are ultimately sculpting the
conference. This really is the people's
conference built for the people by the people in the
your lodgings, we have some incredible room rates held
for you at the hotel. The hotel is sold out except for these
super reduced rooms. The bad
news those are going fast. If you are going to
join us in San Antonio, it would be a good idea to get
your rooms reserved ASAP. When they are gone,
the only options are other hotels in the area.
Its so much more effective if we can be together to
facilitate the best networking.
Please accept my
exclusive offer to
sign up for HDP 2006 and save $200 now!
The program is ONE OF
THE MOST UNIQUE EVER OFFERED IN THE HELP DESK INDUSTRY.
People are saying it's the best they have seen.
Check out this awesome program
you want to make an impact on your business and
demonstrate your pride and ownership in the
organization, offering the best possible service at the
lowest most reasonable cost? Then join us in San Antonio
to hear from our speakers as they deliver high quality,
content rich presentations, give you handouts,
templates, and loads of resources.
As with all
of our events, we offer a full repayment of your
conference investment after
you attend all three days of the event if you are not
satisfied, excluding pre-conference sessions and
we sign you up now? I would love to have you as
one of our exclusive 350 people at this once a year
event, the Help Desk event unlike any others in the industry.
High Tech High Touch Solutions
the Legends of the Help Desk Industry and join the
"Round-Up of Top Leaders in the Help Desk Profession"”
Hundreds of Help Desk Professionals, including industry experts,
legends, vendors and practitioners, will come together September 25-27,
2006, at the spectacular Hyatt Regency in San Antonio for the 8th Annual
Conference for Help Desk Professionals.
is a gathering of peers from the user and vendor communities with a
common interest in establishing advanced service and support
environments, managing down costs, utilizing technology to its fullest
and in doing so achieving increased customer satisfaction.
year our event features updated conference formats, some of the most
recognized names in our industry, and numerous well thought-out
networking opportunities. We are adding even more in-depth sessions,
delivering loads of handouts and templates,
and including comprehensive working sessions.
In three days you will learn:
Confidence in the way to turn your
help desk into a service desk learning time-tested lessons you can
put into practice to achieve the same results now.
actionable information on strategy, vision, and execution to
establish advanced help desks
Business strategies for developing
the collective skills of your team - exceeding your organization's
standards for performance, productivity and efficiencies.
Top leadership techniques to
lead and empower your people -
Ways to advance the skills of the
How to forge effective relationships
with those above, below and alongside of you.
How to deliver results the right way
- understand the proven best practices in service and support.
Ways to deliver
exceptional, high quality customer service.
The 10 key considerations to
developing young leaders - Understanding The Millennials, Gen X and
Advanced uses of technology from
small or no investment to more advanced options.
The key components of ITIL -
how to select and implement the best practices of ITIL in your own
organization in practical, relevant terms.
How to implement VoIP in your
organization or company and what considerations must be made to guarantee success.
to create valued services in your support groups.
stories for effectively applying VoIP, identity management,
knowledge management, change management, and security measures.
to reward and motivate your team on a shoestring budget.
extraordinary customer service and offer self-service options to
Hear how others
successfully outsourced and/or consolidated their support centers.
accepting requests for event partners
8th Annual Help Desk
Professionals Conference and Expo.
"Leading Less Than
Highly Motivated Customer Support Organizations to a
Higher Focus on Outstanding Service"
did an excellent job presenting this topic at the
5th Annual Government Customer Support Conference and Expo.
Our attendees pulled out these key nuggets from her
Next to a
few of the points, we've added a website to visit for
more information for those who missed Kate's session.
a dialogue with your team
is important for success with customers and team
cool to care
Positive not negative; forward it back
Interpersonal problem resolution
wants to look stupid
you learn about yourself the better leader you can
Disengaged leader - less motivated teams (www.wpsmag.com/content/templates/wps_section.asp?articleid=138&zoneid=11)
small awards for achieving goals
Re-focus team members on the value they provide
are not born with customer support skills
Customers are afraid of failure and feeling stupid
Identify and address the cynic
and smile and breathe before answering
staff why the callers are upset
the resist to change close to you
do not create good service
Assuming common sense
Customer service is not common sense
you act when you fix a mistake
Inspiring your team
Punitive leadership styles don't work
based on how well they recover
problems face on
for handling specific customer "types"
Customer psychology (www.psychology.org/links/Environment_Behavior_Relationships/Consumer)
techniques to dealing with irate and impatient
a culture of lesson learned
wrap up with staff
strategies to deal with customers who go around
to avoid when leading teams
Techniques to use when teams are not motivated
through change (www.change-management.com/articles.htm)
presentation was excellent
to validate what teams do right as well as identify
ways to improve
Interact with team
Understand the customer (empathize)
Wilson social styles (www.trainingsys.com/tips/learn0303.html)
you learn about yourself the better leader you can be. A
disengaged leader has less motivated teams." Felicia
Taggart, Defense Intelligence Agency
"Stop and smile and breathe before answering. Tell the
staff why the calls are upsetting. Keep the resistance
to change close to you." Nina Epps, Department of Social
Health Services, Washington
"Metrics do not create good service. Inspire not
motivate." Mary Nelson, USDA Forest Service
liked that I got concrete examples of "how to's" in
Defense Information Systems Agency
presentation was excellent. Helps to validate what teams
do right as well as identify ways to improve." Jack
Walbridge, SPAWAR, Navy
"The speakers offered additional practical information
and shared take-aways." Yolunda Davis, IRS
OPENINGS AT HIGH TECH HIGH TOUCH SOLUTIONS
We have an opening for a
commission-only sales person to sell sponsorships for
our conferences. This also includes selling
attendee registrations. The job is location
independent and you can almost set your own hours.
We also have an attendee
sales / office administration position available. This
position requires the person to work onsite at our
headquarters in Woodinville, WA.
Please ONLY apply if you
have experience in sales, know our industry well, have
excellent writing and oral skills, are an enthusiastic
person and loves working with people. If this
description fits you, email
for more information.
Our team created these corporate
guiding principles for our company. I love reading them from time to time. Please feel free
to plagiarize and use in your own organizations.
High Tech High Touch Solutions, Inc.
revolutionizes business through people, process, information, and
technology while following our guiding principles:
and foster a philosophy of giving without the expectation of
receiving anything in return.
service and support centers as corporate assets.
and acknowledge service and support professionals for their
Apply the highest standards of excellence to provide
service beyond expectations.
an exciting work environment that embraces individual
development and recognition.
care for all people and encourage
We hope you enjoyed this edition of
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